Attendance of Appointments
Any patient who cancels or does not attend an appointment without giving two full working days’ notice before the start of the session will be charged the full cost of the appointment.
Cancellations can be made by phone or email.
If a patient attends late, the appointment will still finish at the scheduled time and will not be extended.
If a patient arrives more than 15 minutes late, the appointment will not go ahead and will be classed as a non-attendance.
Patients attending video consultations must be in a quiet, private room with no one else present unless the person is there to support the appointment or act as a chaperone (e.g. parent or spouse).
Patients under 18 years of age must be accompanied by an adult. The adult will usually remain in the room unless the young person requests to be seen alone and this is clinically appropriate. Appropriate adults may include parents, guardians, grandparents or other responsible carers. Young people may be seen alone in line with confidentiality guidance where appropriate.
A chaperone may be requested by either the patient or clinician at any time. WMI Psychiatry will arrange a trained chaperone if required, in line with GMC guidance.
Patients must attend appointments themselves unless otherwise agreed. A third party such as a parent or teacher cannot attend on their behalf.
Repeated missed or late appointments may lead to discharge from the clinic.
Follow-up Consultations
Follow-up frequency is determined by clinical need and age, typically every 3–6 months.
This applies even if the patient is not prescribed medication.
Patients are responsible for arranging their follow-up appointments within the advised timeframe. Email and text reminders are usually sent as a courtesy but responsibility for booking remains with the patient.
Failure to attend reviews may result in medication not being continued and may lead to discharge from the clinic.
Payments and Fees
Payment must be made upfront. Appointments will not be confirmed until payment has been received.
Payment can be made by card over the phone or via a secure online link.
Appointments taking place in a clinic room incur a £15 room-booking fee.
Refunds for card payments will exclude the transaction fee (typically around 2%).
Fees are reviewed periodically and may change with reasonable notice.
Fees for additional services such as reports, forms or letters are outlined in the WMI Psychiatry brochure. Patients are expected to read this carefully to understand ongoing fees while under our care.
Insurance reimbursements remain the responsibility of the patient.
Interpreters and Translations
If a patient requires an interpreter, this must be arranged in advance of the appointment.
WMI Psychiatry uses Language Line Solutions Ltd for professional spoken language and British Sign Language interpretation.
Interpreter costs are the responsibility of the patient unless otherwise agreed. Charges are based on the current provider rates and will be confirmed in advance.
All interpreters must sign a confidentiality agreement before taking part in consultations.
Confidentiality
Information disclosed to any member of WMI Psychiatry may be shared within the clinical team, with the patient’s GP or with relevant professionals such as school staff where necessary for safe and effective care.
Information will not be shared with any other organisation or individual except where:
There is a risk of harm to the patient or another person
Safeguarding concerns arise, including potential abuse
A criminal act is disclosed that legally must be reported
Safeguarding concerns are managed in line with statutory guidance.
All records are held in accordance with UK GDPR and the Data Protection Act 2018.
Emails containing clinical information are sent using secure encryption.
Patients may request access to their records or request corrections in line with data protection law.
Self-Harm and Risk
Patients assessed as being at high risk of self-harm or suicide will be referred urgently to NHS services.
Patients with emerging or moderate risks will be expected to attend follow-up appointments within 1-4 weeks depending on the level of concern.
Failure to attend such reviews may result in discharge back to the patient’s GP or referral to NHS services.
If another professional involved in the patient’s care recommends a clinical review, this should take place within four weeks or sooner where clinically indicated.
If a patient attends under the influence of alcohol or illegal substances, the appointment will not proceed and discharge may occur, with appropriate onward referral where necessary.
WMI Psychiatry does not provide an emergency or crisis service.
In an emergency, patients should contact NHS 111, their GP or attend A&E.
If someone’s life is at immediate risk, call 999.
Abuse Towards Staff
WMI Psychiatry operates a zero-tolerance policy towards abuse of staff.
Abuse includes shouting, threats, intimidation, rudeness, derogatory remarks, false accusations, physical aggression or harassment by phone or online.
Anyone engaging in such behaviour may be discharged immediately and, where appropriate, reported to the Police or relevant authorities.
Prescriptions and Follow-up Requests
At least seven working days’ notice is required for prescription or follow-up requests.
WMI Psychiatry prescribes controlled drugs, including ADHD medication, where clinically indicated.
Prescriptions are issued at the clinician’s discretion and only for patients under active review.
Prescriptions may be collected during opening hours or posted by special delivery for an additional fee.
Patients are asked to check prescriptions carefully before making payment to their pharmacy. Charges paid to pharmacies are non-refundable.
Paper Records
WMI Psychiatry operates as a paperless service, except for prescriptions.
Appointment reminders, clinic letters and reports are sent securely by email.
As we operate a secure digital service, patients must have access to email communication.
Transfer to NHS Care
All patients must be registered with an NHS GP practice while under our care.
Once medication is clinically stable, typically meaning no expected changes for at least three months, WMI Psychiatry may request that the GP consider shared care and repeat prescribing.
A follow-up appointment is required before this to confirm stability and provide written documentation to the GP.
GPs are not obliged to accept shared care. We maintain a respectful and collaborative relationship with NHS colleagues.
Patients may request referral to NHS mental health services at any time.
Complaints and Feedback
We welcome feedback about our service.
Concerns or complaints should be emailed to admin@wmipsychiatry.com.
We aim to acknowledge complaints within three working days and provide a full response within twenty working days, in line with our Complaints Policy.